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Hours Full-time, Part-time
Location Oakland, ME 04963
Oakland, Maine

About this job

Job Description:

Job Description
Resource Planning Managers lead and develop a team of Analysts who provide key business insights to Call Center leaders.  Resource Planning Managers work under the direction of a Senior Resource Planning Manager, and in concert with other Resource Planning Managers/Senior Managers, cross functional Resource Planning teams, and Global Care Partners to achieve both local and national objectives.  Team responsibilities include, but are not limited to: real-time and ad-hoc reporting, analysis and presentation of data, cross functional partnerships, formulating and presenting business recommendations, queue management, and general workforce management support.
 
The Resource Planning team operates in an advisory role, and all team members work cross functionally with a variety of teams, departments, sites and groups throughout the company.  Successful candidates will have excellent leadership and negotiation skills, refined emotional and executive maturity, a strong analytical background/skill set, and will be comfortable leading, and working, in a work environment that changes day to day.  The Field RP teams are located on site in our operations call centers, and are the local extension of the larger National Resource Planning Care Planning and Strategy team.
 

  

 

Responsibilities:

Essential Duties and Responsibilities
Lead, support, and develop the Resource Planning team
 
  • Create and support a vision statement that ladders to the larger Company objectives
  • Ensure that the team has the tools and resources they need to be successful
  • Develop team members and help them achieve career objectives
  • Create a positive, energetic, collaborative work environment
 
Partner with local Operations teams to support the Call Center
 
  • Conduct moderate to complex data analysis related to the overall performance of the site
  • Present analytics findings in concert with cross functional support teams to site Leadership (TMs/Senior Managers/Directors) and/or RP Leadership (peers/Senior Managers/Directors)
  • Support Call Center Leadership as the subject matter expert and business advisor for Staffing and RP related KPIs
  • Assist in the management and execution of varied strategies and objectives by building trust, providing ideas and insights, and balancing business needs
 
Support Resource Planning objectives and goals
 
  • Collaborate and negotiate with all levels of management to find resolution to operational goals, budgets, and targets
  • Develop strategies to support new business direction and dynamics relating to one or more lines of business within the business
  • Confirm Call Center resources are utilized to provide optimum customer experience
  • Support business processes and workflows to ensure we deliver quality customer interactions


Qualifications:

Required Qualifications
Ability to perform Essential Duties and Responsibilities
Bachelor's Degree or equivalent work experience (~3-5yrs)
Strong knowledge of forecasting and complex analytics
Advanced Microsoft Excel, PowerPoint, and PowerPivot skills
 
Preferred Qualifications
Knowledge of wireless industry
Working knowledge of Profit & Loss models
Working knowledge of Avaya CMS
Advanced knowledge of eWFM, SSI Analyzer, Samson, RTA or similar systems
Experience with SQL, Teradata, R, and eWFM
 
 

Company Profile:

As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit

EOE Statement:

We Take Equal Opportunity Seriously - By Choice.

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.